SSON – The Future of Work in Global Business Services

Future of work (FOW) reflects innovative approaches that define the new way of working. Even before the pandemic, FOW was led by increasing automation and the advent of artificial intelligence-driven initiatives that supported agility and workflows throughout the enterprise.

Covid-19 provided an immediate boost to such initiatives, however, forcing remote work and virtual operations onto enterprises – including Global Business Services (GBS) – around the world. Business resilience has, perhaps, been the defining legacy of the pandemic and is underpinned by many FOW initiatives.

This report answers questions such as:

• What does “Future of Work” mean?
• Two years on, which FOW initiatives are at play?
• How does a modern-day GBS reflect the new expectations of both employees and organizational leaders?
• How do digital workflows drive FOW strategy?
• What can GBS expect next, and how can it prepare?

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